Between April 2021 and March 2022, we received 67 complaints. We are members of the Housing Ombudsman Scheme which requires us to be compliant with the Complaint Handling Code.
This includes carrying out a self-assessment against the Code which can be viewed on our website and confirms our compliance. We are continuing to make improvements and will be self-assessing against the revised Code to ensure we are compliant by October 2022.
Key Performance Indicators (KPIs)
39 Upheld 8 Partially Upheld 3 Not upheld 2 Ongoing 4 Cancelled
2 Upheld 2 Partially Upheld 1 Not upheld 0 Ongoing 0 Cancelled
0 Upheld 0 Partially Upheld 0 Not upheld 0 Ongoing 0 Cancelled
3 Upheld 1 Partially Upheld 1 Not upheld 0 Ongoing 0 Cancelled
0 Upheld 0 Partially Upheld 0 Not upheld 0 Ongoing 1 Cancelled
44 Upheld 11 Partially Upheld 5 Not upheld 2 Ongoing 5 Cancelled
Listening and learning
This year, we have been getting feedback from residents on whether they were satisfied with the outcome of their complaint and how satisfied they were with the handling of the complaint. This is valuable information which will help to improve our complaints service.
As part of our listening and learning, we have been logging improvements or amendments made as a result of complaints, some of which can be seen below.
Put right process
- Cleaning of windows has been added to the requirements for planned works where scaffolding is up for a prolonged period of time.
- A new emergency access procedure has been put in place.
- Introduction of a Property Services Team meeting each week to monitor and progress complaints, disrepair, H&S issues and the more complicated cases through to completion.
- Cleaning contractor to regularly provide before and after photographs as evidence of action taken and the current status following a complaint.
Revision to policy and procedures
- Introduction of a new pest control process and rolling out training for staff.
- Changes made to our resident interview and sign-up documentation.
- Compensation policy and procedure reviewed and revised including guidance on the levels of compensation.
- New Customer Service Standards developed for implementation as part of the Customer Strategy and presented to Board in April 2022.
Staff training/support on future service delivery
- Increasing use of our IT system to record and manage customer contact including registering and tracking requests to call residents back.
- A review of the pre and post inspection process has been completed; surveyor’s inspections are recorded as standard in our IT system to ensure there is visibility and a clear record should residents have queries on their repairs, or a disrepair claim arises. A process has been agreed and set within individual team objectives.
- Need for sympathetic call handling including overall customer service training rolled out to all staff.
Equality, Diversity & Inclusion
In October 2021, the Board approved our new Equality, Diversity and Inclusion (EDI) Strategy. Our statement is available to view on our website. The action plan is to be delivered by 2025 and our goal is for our workforce to be truly representative of all sections of society, and for each employee and resident to feel respected and valued. We also want residents to feel confident reporting any EDI related issues and be confident we will deal with them effectively.
Our focus in year 3 of the business plan is to review our data collection, what we collect and how we use it. We hope by improving our reporting, we can better understand our residents’ needs and truly make sure ccha are representative of all our residents.
“A diverse workforce can offer a selection of different talents, skills, and experiences, that will be of benefit to both the organisation and also offer a deeper understanding of ccha’s diverse resident groups.”
ccha Senior HR Advisor
56% BAME 44% White 0% Other 0% Prefer not to say 0% Unknown
40% BAME 60% White 0% Other 0% Prefer not to say 0% Unknown
32% BAME 32% White 1% Other 2% Prefer not to say 33% Unknown